System and Method for Handling Multiple Call Redirections in a Voice Messaging System

ABSTRACT

A method for handling multiple call redirections in a voice messaging platform is provided that includes receiving a call at the voice messaging platform, wherein multiple, sequential redirecting numbers are associated with the call. The method also includes selecting a mailbox associated with a last number associated with the call when it is determined that the last number does not belong to a closed user group, and depositing a message in the selected mailbox. When the last number belongs to the closed user group, and if the closed user group does not allow individual call forwarding control, the method selects the mailbox based on a closed user group preference. An apparatus and a computer readable medium are provided.

This application claims the benefit of U.S. Provisional Application No.61/148,178, filed Jan. 29, 2009, the disclosure of which is hereinincorporated by reference.

BACKGROUND

The present disclosure relates generally to call forwarding and moreparticularly to handling multiple call redirections in a voice messagingsystem.

Unified messaging is the integration of different streams ofcommunication (e.g., email, voicemail, short message service (SMS), fax,etc.) into a single, unified message store (e.g., a unified messagingplatform) accessible from a variety of user devices.

Call forwarding is a feature available in some telephone networks thatallows an incoming call to an unavailable called party to be forwarded(e.g., redirected) to another party (e.g., telephone number). Calls maybe redirected multiple times before being answered.

If the call at the last forwarded number is not answered, and no furtherforwards are indicated, a voice message may be left by the caller.

BRIEF SUMMARY

Calls may be forwarded (e.g., redirected) multiple times before beinganswered in a call forwarding system. A system for call forwarding ofmessages may provide that, in the event that a final redirectedrecipient does not answer a call, then a voicemail message is left. Asystem for call forwarding of messages must determine at which telephonenumber to leave the voice message. The present disclosure provides novelimprovements to the voice messaging system to use group/subscriberpolicies to determine which mailbox should ultimately be used for themessage deposit/retrieval.

In a voice messaging system, when a first subscriber's number is called(e.g., to deposit and/or retrieve messages), the call may be redirectedto the messaging platform (e.g., a unified messaging platform (UMP)). Asa result, a call enters the voice messaging platform with the firstsubscriber's number in the Redirected Dialed Number IdentificationService (RDNIS) redirecting field and a different Called Number in theDialed Number Identification Service (DNIS) field. Based on the RDNIS,the messaging platform determines which mailbox to deposit a voicemessage into (and/or retrieve messages from).

When a call arrives at the voice messaging platform with multiple RDNISentries, the following method may be executed. When it is determinedthat the last number does not belong to a closed user group, a mailboxassociated with a last number associated with the call is selected. Themessage is deposited in the selected mailbox. When the last numberbelongs to the closed user group, and if the closed user group does notallow individual call forwarding control, the method provides fordepositing the message in a mailbox based on a closed user grouppreference. If the closed user group preference allows call forwardingof messages, the method provides for depositing the message in a lastmailbox associated with the last number. If the closed user grouppreference does not allow call forwarding of messages, the methodprovides for depositing the message in a first mailbox associated with afirst number associated with the call which belongs to the closed usergroup. When the last number belongs to the closed user group, and if theclosed user group does allow individual call forwarding control, themethod provides for selecting the mailbox based on a user preferenceassociated with a first number associated with the call which belongs tothe closed user group. If the user preference allows call forwarding ofmessages, the method provides for depositing the message in a lastmailbox associated with the last number. If the user preference does notallow call forwarding of messages, the method provides for depositingthe message in a first mailbox associated with the first number.

An apparatus for handling multiple call redirections in a voicemessaging platform is provided that includes means for receiving a callat the voice messaging platform, wherein multiple, sequentialredirecting numbers are associated with the call. The apparatus alsoincludes means for selecting a mailbox associated with a last numberassociated with the call when it is determined that the last number doesnot belong to a closed user group. The apparatus further includes meansfor depositing a message in the selected mailbox.

A computer readable medium encoded with computer executable instructionsfor handling multiple call redirections in a voice messaging platform isprovided.

Such a system supports subscriber-level policies and closed group-levelpolicies for handling multiple call redirections in voice messaging,including unified messaging platforms.

These and other advantages of the disclosure will be apparent to thoseof ordinary skill in the art by reference to the following detaileddescription and the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic drawing of a call forwarding message controlsystem according to an embodiment of the present disclosure;

FIG. 2 is a flowchart of a method of call forwarding message controlaccording to an embodiment of the present disclosure; and

FIG. 3 is a schematic drawing of a computer.

DETAILED DESCRIPTION

Calls may be forwarded (e.g., redirected) multiple times before reachinga voice messaging system. The present disclosure provides novelimprovements to the voice messaging system to use group/individual(e.g., enterprise/subscriber) policies to determine which mailbox shouldultimately be used for the message deposit/retrieval.

In a voice messaging system, when a first subscriber's number is called(e.g., to deposit and/or retrieve messages), the call may be redirectedto the messaging platform (e.g., a unified messaging platform (UMP)). Asa result, a call enters the voice messaging platform with the firstsubscriber's number in the Redirected Dialed Number IdentificationService (RDNIS) redirecting field and a different Called Number in theDialed Number Identification Service (DNIS) field. Based on the RDNIS,the messaging platform determines which mailbox to deposit a voicemessage into (and/or retrieve messages from). A SIP diversion header isone exemplary method of maintaining multiple RDNIS entries for a call.Different telephony signaling protocols may include alternative methodsof maintaining the RDNIS information.

Generally, a first voice messaging subscriber's telephone is configuredto forward calls when busy or if not answered. The call forwardingnumber will redirect the call to the voice messaging platform. Thisconfiguration may be accomplished either in the first subscriber'stelephone or in a network device (e.g., TDM switch, Soft Switch, etc.).In at least one embodiment, the call forwarding is handled by theservice provider. Alternatively, the first voice messaging subscribermay override this feature by forwarding their telephone calls to asecond telephone number at which they wish to answer their calls. If thesecond telephone corresponds to a second voice messaging subscriber ofthe voice messaging platform, the second telephone will, in turn, becall forwarded to the voice messaging platform when busy or if notanswered. When such a call arrives at the voice messaging platform,there will be two redirecting numbers—corresponding to the first andsecond subscribers. Of course, multiple call forwards results incorresponding multiple redirect numbers.

If a final redirect call is not answered, a decision must be made as towhich mailbox or mailboxes should be used to deposit a voicemailmessage. In particular, for the message deposit, the decision must bemade whether to deposit the voice mail message into the mailbox of thefirst subscriber or the second subscriber (or the nth subscriber in themultiple user/forwards case). Additionally, the voice mail message maybe deposited in multiple mailboxes.

In some instances, a closed user group is a group of messagingsubscribers for which there is a special level of trust. Broadcast andother capabilities may exist between members of the group. For example,in the AT&T Unified Messaging Service, the “enterprise” conceptcorresponds to such a closed user group. In a closed user group, themessage could be deposited in the first or last mailbox depending on theuse-case. A user working in another office for a few hours may forwardcalls to that office, but may not want voice messages to be forwarded tothe mailbox for the phone in that office. On the other hand, a user maybe away from the office for an extended period and forward their callsto their secretary. In this case, the user may prefer that the messagesalso be forwarded to the last mailbox. Therefore, in the context of aclosed user group, if a first subscriber forwards their telephone callsto the telephone of a second subscriber, a particular, variable userpreference may drive the decision whether to forward to the secondsubscriber's telephone messages for calls originally directed to thefirst subscriber's telephone.

A mass market subscriber is not a member of a closed user group. Thatis, mass market subscribers are independent of each other and do notshare any special relationship. If any subscriber (e.g., closed usergroup or mass market) forwards their telephone to another mass marketsubscriber, it is reasonable to assume that a voice message should bedeposited in the mass market subscriber's mailbox regardless of thefirst telephone subscriber's status. The first telephone may or may notbe a mass market subscriber. In any case, it may be preferable todeposit a message in the second subscriber's mailbox.

Mailboxes are class-of-service (CoS) enabled to indicate whether or notthe subscriber can control multiple call forward handling. Subscriberswith such a CoS are configured to optionally dictate whether voicemailshould be locked to the initial mailbox or follow the call in a multiplecall forwarding scenario. This option can be controlled by a telephoneuser interface (TUI), a subscriber browser interface (SBI), a webservice API, or the like. An group-wide or enterprise-wide directoryattribute may also be established for multiple call forward handling inthe closed user group instance.

FIG. 1 depicts system 100 according to an embodiment of the presentdisclosure. System 100 includes unified messaging platform 130 and Voiceover IP (VoIP) service networks 110. VoIP service networks 110 mayinclude ENUM 111, which may provide a telephone number mapping functionto allow a telephone system to interact with the internet. System 100may also include a PSTN 120 and Internet 140. VoIP service networks 110and PSTN 120 may communicate with telephony user interface (TUI) 131 ofunified messaging platform 130. TUI 131 may include application serversand media servers, front-ended by call processing infrastructure such asmedia gateways, session border controllers, and softswitches. AnApplication Server within the TUI 131 may execute the algorithmaccording to an embodiment of the instant disclosure, and specificallythe method shown in FIG. 2. TUI 131 may interact with the directory anddetermine the correct mailbox to deposit a voice mail message. Unifiedmessaging platform 130 may also include directory 132 which operates tostore service parameters, which may also include subscriber preferences,group preferences and/or settings. Unified messaging platform 130 mayalso include a notification system 133, E-mail back end 134, web access135, and web services 136. Notification system 133 may identify thetypes of messages waiting, and may notify a user using SMS, e-mail, orany other appropriate system. E-mail back end 134 may operate to handleall messages, including voice messages, as e-mails. Web access 135 mayoperate as a web portal access to messages enabling clients to accesstheir messages. Web services 136 may include a low level API allowingother portals from other service networks to interact with unifiedmessaging platform 130. Internet 140 may interact with web services 136in this manner.

FIG. 2 is a flowchart of a method 200 of handling multiple callredirections in a voice messaging system according to an embodiment ofthe present disclosure. The method 200 of FIG. 2 supportssubscriber-level policies and closed user group level (also referred toherein as closed group or enterprise level) policies for handlingmultiple call redirections in voice messaging, including unifiedmessaging platforms. The flow chart of FIG. 2 illustrates a methodaccording to an exemplary embodiment of the instant disclosure.

The flow in FIG. 2 starts at start 204 and proceeds to operation 206,which indicates that a call arrives at a messaging platform. Fromoperation 206, the flow proceeds to decision 208, which asks whether thelast RDNIS entry belongs to a closed group (also referred to herein as aclosed user group or an enterprise). If the response to decision 208 isnegative, the flow proceeds to operation 210, which indicates to choosea mailbox associated with the last RDNIS entry. From operation 210, theflow proceeds to operation 220, which indicates to deposit the message.From operation 220, the flow proceeds to end 222. If the response todecision 208 is affirmative, the flow proceeds to decision 212, whichasks whether the closed group has a policy allowing the individualmultiple call forwarding control. If the response to decision to 212 isnegative, the flow proceeds to operation 214, which indicates to selecta mailbox based on a closed group preference. From operation 214, theflow proceeds to operation 220. If the response to the decision 212 isaffirmative, the flow proceeds to decision 216 which asks whether amailbox associated with first RDNIS is enabled for multiple callforwarding control feature. If the response to decision 216 is negative,the flow proceeds to operation 214. If the response to decision 216 isaffirmative, the flow proceeds to operation 218, which indicates toselect a mailbox based on the subscriber preference associated with thefirst RDNIS of closed group. From operation 218, the flow proceeds tooperation 220.

In regard to operation 214 and an exemplary method according to theinstant disclosure, the closed group preference may indicate to depositthe message in the mailbox of the first RDNIS. Alternatively, the closedgroup preference may indicate to deposit the message in a last RDNISmailbox. Other alternative closed group preferences are also possible.As further explanation of operation 218, the subscriber preference ofoperation 218 may indicate to select the mailbox of the first RDNIS fordepositing the message. Alternatively, the subscriber preference mayindicate to forward the message to the last RDNIS for depositing themessage. For example, it may be determined that the mailbox associatedwith the first RDNIS entry is CoS enabled for the multiple callforwarding control feature. Alternatively, a first subscriber'spreference may defer to a second or subsequent subscriber's preference,or may not indicate any preference. In the case of an undeclared orprohibited preference, a default group preference may control. Otheralternative subscriber preferences are also possible.

A method according to an exemplary embodiment of the instant disclosureprovides that the mailbox associated with the first number isclass-of-service (CoS) enabled to indicate whether a user can controlmultiple call forward handling. In the method, the call that arrives mayhave multiple Redirected Dialed Number Identification Service (RDNIS)entries in a signaling protocol header (for instance, a sessioninitiation protocol (SIP) diversion header), and each of the RDNISentries may correspond to different redirecting number. When it isdetermined that the last number does belong to a closed user group, themethod may provide for determining all of the RDNIS entries associatedwith the closed user group, and identifying a first number associatedwith a first RDNIS entry belonging to the closed user group.

FIG. 3 is a schematic drawing of a controller 300 according to anembodiment of the present disclosure. Controller 300 contains devicesthat form a controller including a processor 302 that controls theoverall operation of the controller 300 by executing computer programinstructions, which define such operation. The computer programinstructions may be stored in a storage device 304 (e.g., magnetic disk,database, etc.) and loaded into memory 306 when execution of thecomputer program instructions is desired. Thus, applications forperforming the herein-described method steps, such as those describedabove with respect to method 200 are defined by the computer programinstructions stored in the memory 306 and/or storage 304 and controlledby the processor 302 executing the computer program instructions. Thecontroller 300 may also include one or more network interfaces 308 forcommunicating with other devices via a network (e.g., global TMS 100).The controller 300 also includes input/output devices 310 that enableoperator interaction with the controller 300. Controller 300 and/orprocessor 3202 may include one or more central processing units, readonly memory (ROM) devices and/or random access memory (RAM) devices. Oneskilled in the art will recognize that an implementation of an actualcomputer for use in a portable communication device could contain othercomponents as well, and that the controller of FIG. 3 is a high levelrepresentation of some of the components of such a portablecommunication device for illustrative purposes.

According to some embodiments of the present disclosure, instructions ofa program (e.g., controller software) may be read into memory 306, suchas from a ROM device to a RAM device or from a LAN adapter to a RAMdevice. Execution of sequences of the instructions in the program maycause the controller 300 to perform one or more of the method stepsdescribed herein. In alternative embodiments, hard-wired circuitry orintegrated circuits may be used in place of, or in combination with,software instructions for implementation of the processes of the presentdisclosure. Thus, embodiments of the present disclosure are not limitedto any specific combination of hardware, firmware, and/or software. Thememory 306 may store the software for the controller 300, which may beadapted to execute the software program and thereby operate inaccordance with the present disclosure and particularly in accordancewith the methods described in detail above. However, it would beunderstood by one of ordinary skill in the art that the disclosedtechnology as described herein could be implemented in many differentways using a wide range of programming techniques as well asgeneral-purpose hardware sub-systems or dedicated controllers.

Such programs may be stored in a compressed, uncompiled, and/orencrypted format. The programs furthermore may include program elementsthat may be generally useful, such as an operating system, a databasemanagement system, and device drivers for allowing the portablecommunication device to interface with peripheral devices and otherequipment/components. Appropriate general-purpose program elements areknown to those skilled in the art, and need not be described in detailherein.

The foregoing Detailed Description is to be understood as being in everyrespect illustrative and exemplary, but not restrictive, and the scopeof the general inventive concept disclosed herein is not to bedetermined from the Detailed Description, but rather from the claims asinterpreted according to the full breadth permitted by the patent laws.It is to be understood that the embodiments shown and described hereinare only illustrative of the principles of the present general inventiveconcept and that various modifications may be implemented by thoseskilled in the art without departing from the scope and spirit of thegeneral inventive concept. Those skilled in the art could implementvarious other feature combinations without departing from the scope andspirit of the general inventive concept.

1. A method for handling multiple call redirections in a voice messaging platform, comprising: receiving a call at the voice messaging platform, wherein multiple, sequential redirecting numbers are associated with the call; selecting a mailbox associated with a last number associated with the call when it is determined that the last number does not belong to a closed user group; and depositing a message in the selected mailbox.
 2. The method of claim 1, further comprising, when the last number belongs to the closed user group, and if the closed user group does not allow individual call forwarding control, selecting the mailbox based on a closed user group preference.
 3. The method of claim 2, wherein, if the closed user group preference allows call forwarding of messages, a last mailbox associated with the last number is selected.
 4. The method of claim 2, wherein, if the closed user group preference does not allow call forwarding of messages, a first mailbox associated with a first number associated with the call which belongs to the closed user group is selected.
 5. The method of claim 1, further comprising, when the last number belongs to the closed user group, and if the closed user group does allow individual call forwarding control, selecting the mailbox based on a user preference associated with a first number associated with the call which belongs to the closed user group.
 6. The method of claim 5, wherein, if the user preference allows call forwarding of messages, a last mailbox associated with the last number is selected.
 7. The method of claim 5, wherein, if the user preference does not allow call forwarding of messages, a first mailbox associated with a first number is selected.
 8. The method of claim 5, wherein the mailbox associated with the first number is class-of-service (CoS) enabled to indicate whether a user can control multiple call forward handling.
 9. The method of claim 1, wherein the call has multiple Redirected Dialed Number Identification Service (RDNIS) entries in a signaling protocol header, wherein each of the RDNIS entries corresponds to different redirecting number.
 10. The method of claim 9, wherein, when it is determined that the last number does belong to a closed user group, determining all of the RDNIS entries associated with the closed user group, and identifying a first number associated with a first RDNIS entry belonging to the closed user group.
 11. An apparatus for handling multiple call redirections in a voice messaging platform, comprising: means for receiving a call at the voice messaging platform, wherein multiple, sequential redirecting numbers are associated with the call; means for selecting a mailbox associated with a last number associated with the call when it is determined that the last number does not belong to a closed user group; and means for depositing a message in the selected mailbox.
 12. The apparatus of claim 11, further comprising means for selecting the mailbox based on a closed user group preference when the last number belongs to the closed user group, and if the closed user group does not allow individual call forwarding control.
 13. The apparatus of claim 12, further comprising, means for depositing the message in a last mailbox associated with the last number if the closed user group preference allows call forwarding of messages.
 14. The apparatus of claim 12, further comprising means for depositing the message in a first mailbox associated with a first number associated with the call which belongs to the closed user group if the closed user group preference does not allow call forwarding of messages.
 15. The apparatus of claim 11, further comprising means for selecting the mailbox based on a user preference associated with a first number associated with the call which belongs to the closed user group when the last number belongs to the closed user group, and if the closed user group does allow individual call forwarding control.
 16. The apparatus of claim 15, further comprising means for depositing the message in a last mailbox associated with the last number if the user preference allows call forwarding of messages.
 17. The apparatus of claim 15, further comprising means for depositing the message in a first mailbox associated with the first number if the user preference does not allow call forwarding of messages.
 18. A computer readable medium encoded with computer executable instructions for handling multiple call redirections in a voice messaging platform, the computer executable instructions defining steps comprising: receiving a call at the voice messaging platform, wherein multiple, sequential redirecting numbers are associated with the call; selecting a mailbox associated with a last number associated with the call when it is determined that the last number does not belong to a closed user group; and depositing a message in the selected mailbox.
 19. The computer readable medium of claim 18, wherein the computer executable instructions further define the steps of: when the last number belongs to the closed user group, and if the closed user group does not allow individual call forwarding control, selecting the mailbox based on a closed user group preference; wherein, if the closed user group preference allows call forwarding of messages, depositing the message in a last mailbox associated with the last number; and wherein, if the closed user group preference does not allow call forwarding of messages, depositing the message in a first mailbox associated with a first number associated with the call which belongs to the closed user group.
 20. The computer readable medium of claim 18, wherein the computer executable instructions further define the steps of: when the last number belongs to the closed user group, and if the closed user group does allow individual call forwarding control, selecting the mailbox based on a user preference associated with a first number associated with the call which belongs to the closed user group; wherein, if the user preference allows call forwarding of messages, depositing the message in a last mailbox associated with the last number; and wherein, if the user preference does not allow call forwarding of messages, depositing the message in a first mailbox associated with the first number. 